#Japan #Shizuoka #Yamashita #Divine Response #Care Supplies

Yamashita's 'Divine Response Contest' Aims to Elevate Customer Experiences

Yamashita Inc., based in Shizuoka's Shimada City and led by CEO Kazuhiro Yamashita, organized a unique internal contest entitled the 'Divine Response Contest' on January 21, 2026, targeting improvements in customer experience (CX) in the caregiving sector.

Background and Purpose of the Contest

The caregiving industry has undergone significant changes recently, with the quality of customer interactions now playing a critical role in determining a company's value. Clients, including users, their families, and care managers, desire not just products, but a comprehensive experience characterized by responsive support and thoughtful proposals tailored to their needs. However, relying solely on individual experiences can lead to inconsistent quality in service delivery. For sustainable value creation, companies must standardize and refine service skills that can be practiced and shared across teams.

To address this, Yamashita launched the 'Divine Response Contest' to clarify what constitutes a reproducible and exceptional response within the organization, thereby enhancing the overall quality of customer interaction. The company believes that improving CX requires not only knowledge and persuasive skills but also fundamental actions such as greetings, gratitude, proper conduct, and effective communication. The contest aimed to ensure that, even within time and resource constraints, participants could provide experiences that left customers feeling inclined to seek advice again, thereby elevating the overall quality of service.

Contest Structure

Theme: Preventing Indoor Falls

Judging Criteria:

• - Preliminary Round: Phone Response Simulation

Eleven representatives from various regions competed by engaging in simulated phone conversations with care managers, focusing on assessing the needs of customers for safer home living. Their listening skills were evaluated through video assessments.

• - Final Round: Home Assessment Demonstration

Three finalists conducted assessment visits to users' homes alongside care managers. They were evaluated on their predictions, observations, and ability to select optimal products and solutions based on the information gathered beforehand.

Anticipated Scenario

• - January 16: Mr. Yamada returns home after three months in the hospital.
• - January 19: Care Manager Suzuki conducts a solo visit for consultation.
• - January 20: Suzuki requests new service via phone - Preliminary Round.
• - January 21: Home assessment and selection of caregiving supplies with the care manager - Final Round.

Evaluation Method

Judging was conducted by a panel of nine judges, including four external care managers, and two performers (representing a user and care manager). The assessment focused on five pillars of service:
1. Greetings and Gratitude
2. Product Knowledge and Persuasiveness
3. Proper Conduct and Responsiveness
4. Communication Skills
5. Active Listening

Final Round Highlights

The three finalists were:

• - Ryuuichi Ishizaka, Tokyo Block Representative, Chofu Sales Office
• - Tomoko Kamiya, East Kanto Block Representative, Minami Funabashi Sales Office
• - Souta Ootori, Hanshin Block Representative, Kobe Sales Office

Each competitor demonstrated exceptional foundational skills and responsiveness, resulting in a high-level competition.

Winner Announcement

🏆 Champion: Souta Ootori (Hanshin Block Representative, Kobe Sales Office)
Ootori was recognized for consistently executing fundamental actions such as greetings, proper conduct, and active listening, providing reassurance and clarity to both users and care managers, ultimately winning the inaugural 'Divine Response Contest'.

Key Evaluation Points for the Winner:

• - Judgment based on Cited Evidence: He conducted thorough explanations and proposals for installing toilet handrails, enhancing understanding and acceptance among clients.
• - Assessment Skills grounded in Daily Life Activities: Noticing how Mr. Yamada got out of bed, he recommended safe handrails, showing strong judgment aligned with users' daily life functions.
• - Consistent and Courteous Interactions: From the beginning to the conclusion of each interaction, Ootori adhered to fundamental practices such as greetings and thanks, instilling trust and comfort in clients.

Winner's Statement

Souta Ootori expressed gratitude for the recognition and emphasized that achieving such a result stemmed from meticulously practicing the basics he values. He remarked, “Divine responsiveness isn’t a special skill, but rather an embodiment of fully mastering fundamental practices that anyone can adopt. I aim to share this experience with my entire team to enhance service quality across Yamashita.”

About Yamashita Inc.

Founded in 1963, Yamashita upholds the principle of 'Living Correctly and Living Abundantly', establishing itself as a leading firm in linen supply and caregiving products. The company prides itself on fostering a virtuous cycle that enhances both employee satisfaction and customer experience. With a goal to achieve 85 billion yen in sales by 2030, Yamashita is also focusing on digital transformation to enhance service quality and productivity through technology while expanding its business both locally and internationally to achieve significant growth.

(Company Information)
Headquarters: Shizuoka, Shimada City, Nakagawaru 737
Tokyo Office: 8th Floor, Shingawa Intercity C Tower, 2-15-3 Konan, Minato, Tokyo
Established: March 6, 1963
CEO: Kazuhiro Yamashita
Business Activities: Rental and sales of welfare equipment, home care support services, linen supply business, and more
Revenue: 30.38 billion yen (Fiscal Year ending March 2024)
Employees: 2,586 (as of March 2024)
Website: Yamashita Corporate
Welfare Equipment Overview: Yamashita Shimashita
Comprehensive Online Store for Care Supplies: Yamashita Online Store